11th Annual Merchant Survey: Customer Experience Escalation: Making the Right Choices in a Connected World

Report Report $595
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e-tail / Detail e-tail detail 4.26.12
See Also:
Press Release 4.17.12


This report is a comprehensive reference source for strategy, merchandising, and marketing trends online and across channels. A compilation of responses and commentary from 147 senior executives with responsibility for ecommerce, results provide a unique overview – from the sellers’ perspective, with observations and guidelines interjected from the e-tailing group, inc. based on 18 years of ecommerce and over 50+ years of retail experience.

What’s Included

  • Input from ecommerce executives representing 32 major product categories being sold online
  • Aggregated responses to a 55-question survey completed 1Q 2012
  • 55 charts and tables for benchmarking merchandising and marketing initiatives as well as website performance


  1. Introduction
  2. Profile of Survey Respondents
  3. Executive Summary/Top-Line Findings
  4. Internet Strategy
  5. Features and Functionality
  6. Analytics and Merchandising Metrics
  7. Up-Sells/Cross-Sells
  8. Email Performance and Related Metrics
  9. Personalization and Segmentation
  10. Mobile Merchandising and Marketing
  11. Social Media
  12. Cross-Channel and Strategic Issues
  13. Future Plans
  14. 2012 Issues
  15. Checklist for Escalating the Customer Experience
  16. About the e-tailing group

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